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fireaza
0
Aug 11, 2018
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I just realized that I ordered the wrong length, can I get my order adjusted?
Aug 11, 2018
541native
55
Cardas Audio
Aug 13, 2018
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fireazaI believe you will need to contact Massdrop directly in order to modify your order.
Aug 13, 2018
fireaza
0
Aug 20, 2018
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541nativeThey say they can't, since the order has already been sent off to you. Since the drop doesn't ship for another month, can you please edit my order? I can pay you the extra amount needed for the longer cable.
Aug 20, 2018
541native
55
Cardas Audio
Aug 21, 2018
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fireazaI will see what we can do. It would be best to submit your request to support@cardas.com. Please be sure to include the same information you provided to Massdrop so we can locate your specific cable.
Aug 21, 2018
fireaza
0
Aug 23, 2018
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541nativeOK, I've sent an email.
Aug 23, 2018
fireaza
0
Aug 28, 2018
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541nativeIt's been over 5 days since I emailed you, but I haven't received a response yet.
Aug 28, 2018
541native
55
Cardas Audio
Aug 28, 2018
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fireazaReply sent.
Aug 28, 2018
fireaza
0
Sep 14, 2018
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541nativeI've sent another email, but it's been over a week since I heard from you. Please reply.
Sep 14, 2018
541native
55
Cardas Audio
Sep 14, 2018
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fireazaReply sent
Sep 14, 2018
fireaza
0
Oct 11, 2018
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541nativeThis is ridiculous. You requested that I email your company and every time I sent an email it was ignored until I contacted you again on here again. What was the point of requesting that I email your company if customer service was just going to ignore it?
When I finally got though, your company requested I submit an RA to return the cable to get the correct length. It's been two weeks since then and I've heard nothing back about it and all my emails I've sent about it have been ignored.
I've dealt with a lot of online companies, but your customer service is by far, the worst.
Oct 11, 2018
AngelaCM
26
Oct 11, 2018
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fireaza I’m sorry that you’re feeling ignored. Providing good customer service has been a big part of our company’s 30 years of success, so we take this sort of thing very seriously. I have reviewed your correspondence with our sales director, Brian Von Bork, as well as the posts in this forum. I can see your perspective that the exchanges have taken too long. I wish all of this could have been wrapped up sooner as well.  
Although we can both agree that this could have happened sooner, on September 15th, Brian provided you with a price quote for exchanging your cable for a longer one. He asked you to fill out our Return Authorization form when you were ready to send the cable in. We received your Return Authorization form 11 days later.  At which point, we waited patiently for your cable to show up.  Instead of your cable arriving, you posted on our Facebook page and here on Mass Drop, expressing frustration at our lack of correspondence.  I’m not sure how this should have been handled differently.  You were provided a quote, and you filled out the RA form.
Please send the cable in at your convenience, and we will exchange it for the longer one.
Oct 11, 2018
fireaza
0
Oct 12, 2018
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AngelaCMI was waiting for some kind of confirmation email after I submitted the RA form. I wasn't about to send in the cable until I was sure you had received the RA request, as online forms are not always reliable. It's for this reason that any online service I've ever used always sends the customer a confirmation email to confirm they have received the request. I'm not sure why your store does not. Either way, this problem could have been promptly resolved had someone replied to any of the emails I sent to inform me that you're ready and I need to send the cable in.
Oct 12, 2018
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